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Balanced Scorecard Project Forward>

Templates Menu
Templates are commonly used as a tool to assist in building the Balanced Scorecard.
For example, we can use a template to construct the Strategic Map for each Strategic
Theme. This Excel Workbook contains several templates to help you develop a Balanced
Scorecard. The templates are clean, simple spreadsheets that you can modify easily.
Additionally, the templates are arranged in sequence according to the flow of the
development process. Templates 1 through 14 are used to help design the Balanced
Scorecard while templates 15 through 18 are for information purposes only.
Template
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
* this is the final balanced scorecard
Prepared by: Matt H. Evans, CPA, CMA, CFM
Date Prepared: April 21, 2001
Not subject to copyright, feel free to modify or change these worksheets.
Template for defining and testing each measurement
Compile attributes for each measurement in the Scorecard
Grid for evaluating programs against strategic objectives
Implementation Plan Example
Summary of Objectives / Measurements / Targets / Programs *
Roll out plan for organizational wide implementation of scorecard
O - M - T - P Summary
Generic Model
Measurement Basics
Lag Lead Comparison
Basic template for listing your strategic goals
Checklist to test that you have a good set of strategic themes
Four layer map for plotting and connecting strategic objectives
Development Timeline
Establish Goals
Critical issues that Core Team must complete
Purpose
Process Inputs Checklist
Team Formation Checklist
Core Team Checklist
Basic checklist of strategic information you need to collect
Timeline for Six Step Development Process
Basic checklist to follow in forming three team approach
Title
Themes Checklist
Strategic Map
Measurement Definition
Measurement Summary
Program Selection Grid
Quick checklist for determining targets
Compare outcome measures vs. driver measures
Target Checklist
Summary of measurement types and examples
Basic generic model for building objectives and measurements
Summarize Control vs. Strategic Management Process
Compile selected attributes for programs Program Attributes
Control vs. Strategic
Balanced Scorecard Project <Back Forward>
Process Inputs Checklist
Company Related Information Sources:
Current Strategic Plan(s)
Current Financial Plan(s)
Current Marketing Plan(s)
Current Operating Plan(s)
Annual Reports
Quality Improvement Programs
Customer Analysis
Interviews with Executive Management
Other Planning Documents: _____________________________
Other Planning Documents: _____________________________
Other Planning Documents: _____________________________
Other Planning Documents: _____________________________
Industry Related Information Sources:
Competitive Analysis
Industry Trend Analysis
Technology Trend Analysis
Marketing Trend Analysis
Other Industry Analysis: ________________________________
Other Industry Analysis: ________________________________
Other Industry Analysis: ________________________________
Other Industry Analysis: ________________________________
Before starting the process of building a Balanced Scorecard, you need to collect and gather strategic
information which will help serve as inputs into the first few steps of building the Scorecard. Prepare a
Check List of strategic information sources. This list can be used to help you get started.
Balanced Scorecard Project <Back Forward>
Development Timeline
1 2 3 4 5 6 7 8 9 10 11 12
Comments:
The six step development process will take at least 12 weeks. Once completed,
the next step is to cascade out the Balanced Scorecard to other parts of the organization based
on the Implementation Plan. Three different types of teams are used within the process:
Leadership Team: Understands and articulates strategy, strongly supports the Scorecard.
Core Team: Most important team since here is where most of the hard work takes place -
Collect and apply data, build maps, document the process, etc.
Measurement Team: Lower level personnel who have detail understandings about measurement.
Development Steps / Week =>
Step 1: Establish Strategic Goals
Step 6: Create an Implementation Plan
Step 2: Identify 3 to 5 Strategic Themes
Step 3: Build a Strategic Map
Step 4: Define your Metrics & Targets
Step 5: Identify your Programs
Balanced Scorecard Project
Team Formation Checklist <Back Forward>
Leadership Team (Upper level management):
Team member is a strategic thinker and understands the overall business.
Team member is a major supporter of the Balanced Scorecard (visible to everyone).
Team member is very supportive of others involved in the process (takes ownership).
Team member is effective at communicating strategy to others.
Team member is well qualified to make decisions regarding themes, objectives, etc.
Core Team (Middle level management):
Team member has a good overall understanding of the business.
Team member has good skills at interviewing and extracting "big picture" information
Team member has high creditability and respect with other Managers.
Team member can "sell" the Balanced Scorecard to other functional areas.
Team member works well with upper level management.
Team member has good skills at documenting and presenting strategic results.
Measurement Team (Lower level personnel):
Team member has a very detail understanding of the functional area.
Team member can gather and analyze detail data for clear communication to others.
Team member can comprehend strategic issues and connect the issue to his/her job.
Team member works well with middle level management.
The following checklist can be used as a guide to forming the three types of teams that will drive the
development of the Balanced Scorecard. Selecting the right people is extremely important to making sure
that the development process runs smoothly.
Balanced Scorecard Project <Back Forward>
Core Team Checklist
Gain a solid understanding of the development process behind the Balanced Scorecard.
Collect strategic information and do preliminary research to gain a strategic view of the business.
Conduct one on one interviews with members in the Leadership Team *
Consolidate strategic information into Strategic Goals and Themes.
Confirm results with Leadership Team.
Identify strategic objectives and develop maps for each theme
Meet with full Leadership Team to approve strategic maps.
* try to understand ahead of time how members in the Leadership Team make decisions. Critical
questions to ask include: What are the financial strategic objectives? What are the objectives behind
serving customers? What processes are important to meeting financial and customer objectives?
Overview:
The Core Team is the primary team for building the Balanced Scorecard. The Core Team will be
collecting and gathering information from a series of interviews with the Leadership Team.
Core Team members will also refer back to strategic information sources as listed in Template #1.
Once the Core Team has an understanding of strategic issues, they will document the
components of the Balanced Scorecard: Strategic Goals, Strategic Objectives, Maps, etc.
One of the biggest challenges for the Core Team is to finalize a Strategic Map for each
Strategic Theme and obtain approval from the Leadership Team.
The Core Team is critical to the success of the Balanced Scorecard. The Core Team will need to execute
on certain critical steps. These steps include the following:
Balanced Scorecard Project <Back Forward>
Establish Strategic Goals
Criteria Menu
Marketplace
Industry Trends
Technology
Competition
Past Performance
___________
___________
___________
___________
EXAMPLE ->
Instructions:
The first development step for a Balanced Scorecard begins with a set of strategic goals. Goals
need to be expressed in concrete terms for establishing an end-result or destination. Goals will
serve as our anchor for driving much of the remaining process in building our scorecard. Goals
tend to validate the mission and vision of the organization. You can refer to past performance
within the organization to establish a goal or look at where the industry is moving. Competitive
benchmarking is also useful in establishing overall organizational goals.
Don't forget to involve the right people in setting your goals - people with vision and broad
viewpoints who understand the business. Goals need to be agreed upon and clearly
communicated within the organization before moving forward with our next step in developing
the Balanced Scorecard.
Criteria for Defining Goals Define Goals
We will increase revenues by 40% over the next three years Past Performance
Balanced Scorecard Project <Back Forward>
Strategic Themes Checklist
There are no more than five strategic themes.
Strategic themes are realistic and achievable within the organization
Themes support and connect with strategic goals.
Themes convey a positive impact upon the organization.
Themes place focus and direction on what is important.
Each theme is distinct and different.
Themes are strategic in scope and not tactical day to day.
Themes are consistent with the mission and vision of the organization.
Themes have an impact on the financial objectives of the organization.
TIPS:
1 Refer back to the strategic information you collected per Template # 1. This should
help you develop a set of strategic themes. If these sources fail to clearly define
your strategic themes, then interview upper level managers to determine the
strategic themes.
2 Start by looking at internal perspectives within the organization - some common
themes should emerge, such as innovation in product development.
3 Themes can embrace several strategic objectives and cover all four
perspectives with the Balanced Scorecard (Financial / Customer /
Internal Processes / Learning & Growth).
4 Themes may run somewhat contrary to one another; such as reduce the number
of new programs vs. increase revenue growth. If this occurs, make sure everyone
has a clear understanding of what the organization is trying to accomplish.

Once you have completed your strategic themes, see if they can pass the following checklist:
Balanced Scorecard Project <Back
Instructions Example Blank Map Strategic Map for Strategic Theme:
ROI
EVA
Revenue
Earnings
Capital
Cash Flow
Quality
Service
Pricing
Time
Image
Relations
Production
Delivery
Marketing
Operations
Quality Control
Service Dept
R & D
Employee
HR Capital
Knowledge
Technology
Best Practices
Intangibles
Instructions:
Place each strategic objective within this template, draw lines to connect
the objectives within this map. You should have a strategic map for each
of your strategic themes. Make sure you have upper level management
"buy-in" on each strategic map before moving forward. It's a good idea to
confer with each executive one on one with the strategic maps BEFORE
you have your formal Leadership Team meeting. This will go a long way in
making the Team Meeting run smoothly. Approval of Strategic Maps is one
of the most difficult turning points in the entire process of building a
Balanced Scorecard. Don't forget to limit your objectives to no more than 25
since we want to limit our scorecard measurements to no more than 25.

Return Home


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Date: __________
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Insert a financial objective in this box
Return Home
Financial
Customer
Internal Processes
Grow the Business:
Learning & Growth
Forward>
Place each strategic objective within this template, draw lines to connect
the objectives within this map. You should have a strategic map for each
of your strategic themes. Make sure you have upper level management
"buy-in" on each strategic map before moving forward. It's a good idea to
confer with each executive one on one with the strategic maps BEFORE
you have your formal Leadership Team meeting. This will go a long way in
making the Team Meeting run smoothly. Approval of Strategic Maps is one
Balanced Scorecard. Don't forget to limit your objectives to no more than 25
since we want to limit our scorecard measurements to no more than 25.
Return Home
Insert a learning objective in this box Insert a learning objective in this box Insert a learning objective in this box
Insert an internal objective in this box
Insert an internal objective in this box
Insert an internal objective in this box
Insert an internal objective in this box
Insert an internal objective in this box
Insert an internal objective in this box
Insert a financial objective in this box Insert a financial objective in this box
Insert a customer objective in this box Insert a customer objective in this box Insert a customer objective in this box
Insert a financial objective in this box
Return Home
Financial
Customer
Internal Processes
Grow the Business:
Learning & Growth
Return Home
Insert an internal objective in this box
Insert an internal objective in this box
Insert a learning objective in this box
Insert an internal objective in this box
Insert an internal objective in this box
Insert an internal objective in this box
Insert a customer objective in this box Insert a customer objective in this box
Insert a financial objective in this box
Insert a customer objective in this box
Return Home
Financial
Customer
Internal Processes
Grow the Business:
Learning & Growth
Return Home
Insert an internal objective in this box
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Financial
Customer
Internal Processes
Grow the Business:
Learning & Growth
Return Home
Financial
Customer
Internal Processes
Grow the Business:
Learning & Growth
Return Home
Financial
Customer
Internal Processes
Grow the Business:
Learning & Growth
Form new
partnerships
Develop new
services
Research &
Development
Driven Skills
Example of a Strategic Map
Financial
Maximize
return on Assets

Customer
Internal Processes
Grow the Business: Customer Service: Optimize Core Business:
Learning & Growth
Profitable
Growth
Leverage
Control
Operating Costs

Innovative
Solutions
Stable / Quality
Suppliers
Reliable
Service
Form new
partnerships Cross Delivery
of Services
Optimal Asset
Utilization
Develop new
services
Seamless
customer
processing
Research &
Development

Activity Based
Costing
Improved Asset
Allocation
Market /
Customer
Driven Skills
High Levels of
Employee
Satisfaction
Effective
Leadership in
Management
Improved Asset
Leadership in

Balanced Scorecard Project <Back Forward>
Measurement Definition
Strategic Objective =>
Measurement to be used =>
Description of Measurement =>
Units of Measurement ($,%,etc)
Update Frequency => ___ Monthly ___ Quarterly ___ Yearly ___ Other
Internal documents / reports
External documents / reports
Special studies
Programs
Databases
Other ______________________________________
Calculation Required: _______________________________________________
Assumptions in Calculation: _________________________________________
Availability of Data:
Currently Available
Requires some research
Requires extensive research
Not Available at this time
Step 2: Define the sources for the measurement:
Step 3: Define how the measurement is derived and reported:
Step 1: Define a measurement for each strategic objective:
<Back Forward>
Balanced Scorecard Project
Measurement Summary
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F4
C1
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C5
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Summarize the attributes associated with each
measurement in the Balanced Scorecard
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Balanced Scorecard Project <Back Forward>
Measurement Lag / Lead Comparison
Comments:
A good balanced scorecard should consist of both outcome and driver type measurements.
The two upper perspectives ( Financial and Customer) will have mostly outcome type
measurements. The lower two perspectives (Internal Processes and Learning & Growth) will
include some driver type measurements. The Learning & Growth perspective may include
several driver type measurements. This worksheet categorizes your measurements and
compares the two types of measurements
Strategic Objective Lag / Outcome Measure Lead / Driver Measure
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Most of your Learning and
Growth measures will be
drivers
A good balanced scorecard should consist of both outcome and driver type measurements.
The two upper perspectives ( Financial and Customer) will have mostly outcome type
measurements. The lower two perspectives (Internal Processes and Learning & Growth) will
include some driver type measurements. The Learning & Growth perspective may include
several driver type measurements. This worksheet categorizes your measurements and
Lead / Driver Measure
and drivers
Most of your Learning and
Growth measures will be
drivers
Balanced Scorecard Project
Target Checklist <Back Forward>
Targets match up with measurements, one to one.
Targets have been established for improving current levels of performance.
Targets are achievable, but they may require changes to existing processes.
Targets are quantifiable so that the target communicates if the expected performance was met.
Longterm Targets (3 to 5 years) stretch the organization towards its strategic goals.
Longterm Targets are established first before short term targets.
Financial related targets are established first before non financial targets.
Sources for Determining Targets:
Strategic goals
Industry benchmarks / best practices
Incremental improvement to existing performance levels *
New baseline must be established
Other _______________________________________________
Other _______________________________________________
* Identify performance gaps, areas where the organization must reach a higher level:
Target Current
Yr Revenues Trend Gap
1 10 10 0
2 20 12 8
3 30 14 16
4 40 16 24
5 50 18 32
The following checklist can be used as a guide for determining targets
$0
$10
$20
$30
$40
$50
$60
1 2 3 4 5
Time Frame (5 years)
Longterm Gap in Performance
Target
Revenues
Current Trend
Balanced Scorecard Project <Back Forward>
Basic Program Attributes
Revenue
Cost
Efficiency
Productivity
___________
___________
___________
Comments:
The selection of programs should be based on a well established process so as to ensure
objectivity and fairness. This requires a combination of gap analysis, scaling analysis, and
prioritization ( weighting, ranking, scoring, etc.). Additionally, you do not have to map
every single program against strategic objectives. Map those programs that have a
business case to support strategic objectives.
Gap analysis looks for gaps, such as programs that don't impact any strategic objective or
strategic objectives that have no programs. The next worksheet helps plot these gaps.
Program Name: Estimated Start Date:
Estimated Stop Date:
Program Accountability: Program Sponsors:
Resources Required: (Personnel, Funding, Assets)
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Nature of
Benefit
Total Benefit Year 1 Benefit Year 2 Benefit Year 3 Benefit
Describe impact on strategic objectives:
Issues / Comments / Footnotes
<Back Forward>
Balanced Scorecard Project
Plot Impact of Programs against
all Strategic Objectives
Instructions
Most programs are usually not related to supporting financial results
Therefore, you may not have any marks at the top Financial perspective level.


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Customer
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Balanced Scorecard Project <Back Forward>
Footnote
Year 1 Year 2 Year 3
Target Target Target
Target Target Target
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Since financial is the final outcome, there may not be
any formal programs directly related to the Financial
Perspective.
Briefly describe the programs that will address your
customer related objectives.
Briefly describe the programs that will address your
internal process related objectives.
Briefly describe the programs that will address your
learning & growth related objectives.
Insert learning & growth objective Insert learning & growth measurement
Insert learning & growth objective Insert learning & growth measurement
Insert learning & growth objective Insert learning & growth measurement
Insert learning & growth objective Insert learning & growth measurement
Insert learning & growth objective Insert learning & growth measurement
Insert learning & growth objective Insert learning & growth measurement
Insert internal process measurement
Insert internal process measurement
Insert internal process measurement
Insert internal process measurement
Insert internal process measurement
Insert learning & growth objective Insert learning & growth measurement
Insert internal process objective
Insert internal process objective


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Insert financial objective Insert financial measurement
Insert internal process measurement
Insert internal process measurement
Insert internal process measurement
Insert internal process measurement
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Insert customer measurement

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Insert internal process objective
Insert internal process objective
Insert internal process objective
Insert internal process objective
Insert internal process objective
Insert internal process objective
Insert customer measurement
Insert customer measurement
Insert customer measurement
Insert customer measurement
Insert customer measurement
Insert customer measurement

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Insert customer objective
Insert customer objective
Insert customer objective
Insert customer objective
Insert customer objective
Insert customer objective
Insert financial objective
Insert financial objective
Insert financial objective
Insert financial measurement
Insert financial measurement
Insert financial measurement
Insert financial measurement
Insert financial measurement
Insert financial measurement
Strategic Objectives

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Date: __________
Measurements
Summarize Objectives, Measurements, Targets & Programs
Targets
Programs
Insert financial objective
Insert financial objective
Insert financial objective
Balanced Scorecard Project <Back Forward>
Summarize Control & Strategic Process
Control Reporting Strategic Reporting
Control through budgets Feedback and learning
Emphasis on functions Emphasis on teams (shared model)
Isolated measurements Integrated measurements (cause & effect)
Single function information Cross functional information
Balanced Scorecard
Traditional Control Management Process
Strategic Focused Management Process
Strategy
Budgets
Management
Incentives
Planning & Decision
Making
Review Results and
Adjust
Strategy
Balanced Scorecard
Align organization to
strategy
Translate strategy
into operating terms
Mobilize change
starting at the top
Make strategy a
continuous process
Make strategy
everyone's job
Strategy
Vision -> Goals -> Themes
Control vs. Strategic Reporting
Objectives
Measures
Targets
Programs
Objectives
Measures
Targets
Programs
Objectives
Measures
Targets
Programs
Objectives
Measures
Targets
Programs
Operating Decision Making
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Vision -> Goals -> Themes
Balanced Scorecards
Objectives -> Measures ->
Targets -> Programs
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Strategic Decisions
Double Loop Learning with the Balanced Scorecard: Strategic Learning
and Operational Learning
Vision -> Goals -> Themes
What organizational values are
critical for meeting our strategic
goals and objectives
Customer Perspective
What customer needs must we
satisfy for meeting shareholder
expectations
Internal Perspective
What processes must we deliver
on for meeting customer and
shareholder expectations
Financial Perspective
What financial results are
required for meeting the
expectation of our shareholders
Learning Perspective
Balanced Scorecard Project <Back Forward>
Generic Model
Defined
Financial Perspective - Select measurements based on one of three stages:
Customer Perspective - Select objectives based on values provided to customers:
Quality Price Time Function
Internal Processes Perspective - Select objectives from three categories:
Learning & Growth Perspective - Select objectives from three categories:

Generic Value Chain Model:
Sales Growth Rate Gross Margins Cash Value Added
Early Stage Company (High
Growth)
Sustainable Stage Company
(Modest Growth)
Mature Stage Company (Slow
Growth)
Revenue Growth Operating Income Cash Flows
Economic Value Added
< - - - - - - - Value Attributes - - - - - - - > Image Relationships
Innovation Process Operating Process Service Process
- New products and services - Efficient production - Service after the sale
- New features existing products - Timely delivery - Resolve problems first time
- Unique solutions - Quality products - Proactive & Timely Followup
- Fast turnaround to market - Cost management - Flexibility / Personal Touch
_________________________ _________________________ _________________________
Employee Competencies Knowledge & Technology Company Culture
- Improve employee satisfaction - Leverage technologies - Empower the workforce
- Retain key personnel - Implement best practices - Set accountability standards
- High employee productivity - Protect critical assets - Align employees to objectives
- Continuous training - Easy access to information - High morale & motivation
- Leverage core competencies _________________________ - Cross functional teams
_________________________ _________________________ _________________________
Identify the needs of customers
Product
Innovation
Identify markets and create test products
Launch final products to target markets
Marketing & Selling of products / services Opera-
tional
Excellence
_________________________ _________________________ _________________________
_________________________ _________________________ _________________________
The Generic Model can be used to help jump start your process for setting objectives and measurements.
_______________________ _______________________
_______________________ _______________________ _______________________
_______________________
Positive Earnings Return on Capital
Basic definition of the Generic Model:
Service after the sale
Customer
Service
Needs of customer have been satisfied
Opera-
tional
Excellence
Distribution of products and services to customers
Generic model refers to the fact that most outcomes are generic or the same for
businesses. Things like customer service, operational excellence, profitability, and a
productive workforce. These are common to almost every business. However, unlike the
outcomes, drivers are unique to each and every organization. Therefore, the generic model
applies to outcomes, but not necessarily the drivers that enable outcomes.
The Generic Model can be used to help jump start your process for setting objectives and measurements.
Balanced Scorecard Project <Back Forward>
Measurement Basics
Examples of Outcomes & Drivers:
Measurement Form Advantage Disadvantage
Numbers Simple and easy to understand Only as good as the strategic objective
Index Allows combining several measurements Hard to understand what is happening
Percentages Good measure for time span May be not be used correctly
Ratings Good measure for qualitative information Can be subjective on how it was derived
Ratios Measures critical relationships May require additional analysis to reach conclusion
Rankings Close gaps for top ranked companies Not appropriate for lower ranked companies
Measurement Type Advantage Disadvantage
Outcomes Objective and easy to capture Focused on past, not current
Drivers Predictive and leading the organization Difficult to derive and support
________________________________
Return on Capital Competitive pricing variance
Customer Satisfaction Rating Training hours completed
Outcome (Lagging) Measurements Driver (Leading) Measurements
Percent Growth in Revenues Revenue Mix
________________________________ ________________________________
A quick and basic understanding of different aspects of measurement.
________________________________ ________________________________
________________________________ ________________________________
Product Contribution Margin Hours spent with customers
________________________________
Disadvantage
Only as good as the strategic objective
Hard to understand what is happening
May be not be used correctly
Can be subjective on how it was derived
May require additional analysis to reach conclusion
Not appropriate for lower ranked companies
Disadvantage
Focused on past, not current
Difficult to derive and support
________________________________
Competitive pricing variance
Training hours completed
Driver (Leading) Measurements
Revenue Mix
________________________________
________________________________
________________________________
Hours spent with customers
Balanced Scorecard Project <Back
< >
< >
< >
< >
Example: Implementation Plan for Entire Organization
Phase I Phase 2 Phase 3 Phase 4
Shared Service /
Dept Scorecard
Team / Individual
Scorecard
Strategize Plan Integrate Implement
Strategic Plan, Vision, etc.
provide guidelines to build
Scorecard (Objectives,
Map, Measurements,
Programs, etc.)
Corporate Targets
B U Scorecard
Revise & Approve
Corporate
Scorecard
Business Unit
Scorecard
Establish priorities, focus
on critical issues, etc.
C
o
n
t
i
n
u
o
u
s

R
e
v
i
e
w

&

C
h
a
n
g
e
Revise & Approve
Corporate Strategic Plan
interfaces with lower levels
- integration
Major programs, projects,
lead change, etc.
Establish budgets, allocate
resources, manage
programs, etc.
Establish budgets, allocate
resources, manage
programs, etc.
Shared Serv Scorecard
Revise & Approve
Indvidual Scorecard